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A jewellery retailer

The gold rate and the order, answered without an agent

Customer data in one place, support arriving on three channels, and a queue full of people asking the rate. Now a bot answers the rate and the order status, and raises a ticket when it cannot.

Use cases  ·  jewellery

What changed

  • The day’s gold rate and order status are answered by the bot, not by an agent
  • Tickets are created from email and from chat, so every channel leaves a record
  • Customer management, support and chat run on one platform rather than three
Zoho CRMZoho DeskZoho SalesIQ
SOURCE SYSTEMS BUILT AND RUN BY US WHERE IT GOES Customers WEB CHAT 1 questions and order IDs Customers EMAIL 2 enquiries and complaints ZOHO PLATFORM Zoho SalesIQ 3 General queries Day’s gold rate Order lookup by ID Ticket creation Zoho Desk 4 Tickets from email and bot Assignment and updates Zoho CRM 5 Customer records History across channels Customers CHAT, EMAIL 6 answers and ticket updates Support team QUEUE 7 only what needs a person Used by: Support agents, Showroom staff, Customer service leads
Customers arrive by email and by web chat. The chatbot answers general queries, the day rate and order lookups directly, and creates a ticket in Zoho Desk where it cannot, against a customer record held in Zoho CRM.

Where they started

A jewellery business managing customer data, support and conversations separately. Support came in by email, by chat and by phone, and the volume was dominated by two questions that never change shape: what is the gold rate today, and what is happening with my order. Both are lookups. Both were being answered by people.

What we built

Zoho CRM for customer management, Zoho Desk for ticketing from email and from bots, and Zoho SalesIQ configured as the front door: general queries, the day’s gold rate, order details retrieved against an order ID, and ticket creation where the question needs a person.

The value is not that the bot is clever. It is that two high-volume questions stopped consuming the team, and everything else now arrives as a ticket with a customer attached.

All work